Job Functions Customer Service Guarantees Guest satisfaction and resolve customer issues before, during and after their visit adhering to company policy and guidelines; liaising with suppliers (Hotels / Resorts / -car hire companies/ Corporate etc)...
Job Functions
Customer Service
Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.
Customer Service
- Guarantees Guest satisfaction and resolve customer issues before, during and after their visit adhering to company policy and guidelines; liaising with suppliers (Hotels / Resorts / -car hire companies/ Corporate etc) where necessary.
- Answer switchboard, preview and back office telephone calls. Deal with enquiries or redirect calls / messages as appropriate. Ensure answering machine is operational when appropriate and check frequently for messages.
- Meet and Greet visitors to the preview centre and when appropriate encourage them to make appointment for tour.
- Collect invitations from tours, ask clients to fill out the 'client form', provide refreshments and snacks. Collect dirty crockery and ensure a sufficient supply of clean crockery and clean / disinfect tables.
- Prepares and issues gift vouchers/MRW points / resort credits to the clients.
- Guarantee compliance and/or pre-arrival calls to Holiday Preview-clients. email missing information to the client. Record all in relevant computer system
- Forward special accommodation requests to the resort or hotel and organise additional customer requirements they may have such as car hire or upgrade, restaurant or golf reservations or flowers/champagne for special occasions.
- Strive to keep No Show & No Tour % to a minimum and ensures procedures are in place in order to achieve this.
- Complete welcome calls on time & ensure clients are aware of their obligations with regards to the package and deal effectively with those who do not adhere to the conditions
- Keeps Sales Centre & show apartment clean and tidy; make sure all lights, music and plants are maintained, report any maintenance or repair issues & coordinate repairs.
- Ensure completion of all administrative duties within the department in a timely manner
- Receive and co-ordinate all appointments from Marketing Co-Ordinators IPC Team, in-house Team
- Ensure all tours are logged correctly in OTM and Electronic Tour log daily, following correct SOP’s.
- Maintain the ETL reception log files which list client details, source code, sales executive, tour comments and times of each tour and update the book with future appointments.
- Create SNAGITS to hand to SE before tour starts
- Together with Sales Management, administer the sales line, taking into account priorities and language requirement / capability / power line/ preview/ local line.
- Update tour manifest as per SOP, print reports to control accuracy of OTM input and tour management, prepare weekly ‘closing of the week’ reports complete actions on time.
- Update a file for management on weekly basis with all ‘5NI’ clients, ‘Housed’ tours and client who bought DMVC. Inputs new records in Goldmine if a client was on 5NI list and currently not on the database.
- Prepare the information for Owner Referral’s Tours, enrolments for owner tours and rental rebate information for rental tours.
- Issue owner’s cards after checking on maintenance fees status. Provide information on resale and modification department when requested.
- Work closely with Paris office to input clients, comments, times and weekly check OTM’s Tour manifest as well as all the tours for the Road Show tours organised.
- Control and track petty cash, ensuring receipts are retained and necessary forms completed for accounting purposes.
- Prepare all necessary reports, letters and vouchers for Holiday Preview clients.
- Update the Holiday Preview log and other systems as appropriate.
- Produce departmental reports to deadline (Issue report, Room usage, vouchers control).
- Prepare release back, load waves and request/load inventory availability into the system as per guidance.
- Check invoices from suppliers, for hotels, Car hire company & vouchers are correct and prepare for payment.
- Assist sales and telemarketing in processing and making preview bookings.
- Process web bookings, update web availability and assist telemarketing department when needed.
- Process inbound bookings and activations as required.
- Charge client credit cards for previews and / or car hire where necessary, process and charge Discover Marriott Package.
- Check MVCI Holiday preview CDS inbox, S&M Reception Inbox, VT inbox, MVCI Playa Marketing inbox, MVCI Playa TMK Preview (weekends only), EME and MVC Preview Customer Service email and respond to emails.
- Assist with Goldmine administration as required.
- Handle deliveries, arrange couriers, prepare internal and external post and deal with all other supplier enquiries. Distribute incoming mail and incoming faxes
- Check office machines are operational (i.e. check supplied with paper, coffee machine is working etc).
- Maintain sufficient stock of food and beverages for clients & staff kitchen.
- Obtain quotes from printers and other suppliers
- Prepare training areas & meeting rooms
- Assist with language proof reading & minor translations
- Maintain general secretarial responsibilities & assistance to Managers as appropriate
- Travel arrangements for outgoing staff
- Upkeep of First Aid supplies
- Performs other related tasks or project style work as assigned by management.
- Complies with MVCI company policy and procedures.
- Location:
- Working Hours:
- General Computer Programmes: Universe, Word, Goldmine, Excel, Marsha, Opera, Cognos.
- Other Skills:
- Excellent Communications skills, oral and written
- Good problem solving skills
- Customer care experience
- Time management and organizational skills
- Ability to work alone and in a team
- Ability to self motivate
- Language skills (preferable; English, Spanish & German)
Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.
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